14 IVR Script Examples That Work Again and Again

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If you’ve noticed that most IVR (Interactive Voice Response) scripts sound the same, that’s because, well, they are the same. This isn’t by accident. There’s an order of operations that customers expect when they use your automated system, and it’s best for an IVR script to lean into that.

Call center IVR scripts can be used in a variety of ways, but they all share the same goal—to guide callers toward a resolution as quickly as possible.

So no matter how basic or intricate your business’s needs are, here’s a collection of 14 must-have IVR scripts that you can use to guide callers through the right path toward answering queries and resolving their issues.

Nextiva homepage with a get started button.

1. IVR Greeting Menu Script

Thank you for calling [COMPANY], your partner in [COMPANY's FIELD or SERVICE].

If you know the extension of the person you wish to speak with, you may dial it at any time. For Sales, press 1. For Customer Support, press 2. For Billing and Payments, press 3. To hear these options again, press 9.

To speak to our customer service representative, please stay on the line or press 0. Your call is important to us.

The greeting menu script is the first point of contact that your callers will hear, so it’s important to focus on crafting a clear and concise message that directs them to the right department. Excessively long menus, confusing options, or a lack of a clear call to action can leave callers feeling lost and frustrated.

This greeting works because it’s mindful of the following considerations:

  • Clear and concise introduction: Starting with a thank you acknowledges the caller’s effort in reaching out. It sets a positive tone and expresses appreciation.
  • Early extension option: Allowing callers to dial an extension immediately caters to repeat customers or those with specific contacts, speeding up their experience.
  • Syntax of options: Saying “For Sales, press 1” instead of “Press 1 for Sales” places the purpose of the call before the action. This helps the caller decide before they hear the instruction, which is more intuitive.
  • Limited options: Keeping menu options limited prevents a caller from feeling overwhelmed. Aim for no more than 5 menu options. If you have more, categorize them into sub-menus.
  • Repetition and direct assistance options: Offering a repeat of options caters to those who need more time or missed information. Providing a direct line to customer service (press 0) gives customers who prefer human interaction—or those who have a particularly complex or urgent issue—an easy way to talk to a live agent.

This script ensures accessibility and ease of use for a broad range of callers. It’s what they expect to hear and will have them feeling confident that their needs are being taken care of before they even speak to a human.

2. Call Transfer Script

Thank you for calling [COMPANY].

To ensure you receive the best possible service, we're transferring your call to the appropriate representative. Please stay on the line.

This script works because it’s brief and straightforward, which reduces potential confusion. Let’s break down its components further:

  • Acknowledgment/Introduction: Thanking the caller and explaining why they’re being transferred creates a sense of value and transparency. It also prepares them to be on hold for a short time.
  • Transferring Message: Informing the caller that you’re transferring their call sets expectations about what comes next.
  • Best Possible Service: This phrase indicates that the caller is in good hands and their issue will be resolved. It also subtly influences the caller’s perception of your service quality.

Many companies also add additional scripts while customers wait, such as an offer, a reminder of important information, or a suggestion to follow the company on social media.

Utilize these opportunities if you have them, but make sure not to overwhelm your caller with too much information. They can be distracting if a caller is multi-tasking, potentially leading to a dropped call. And they aren’t very helpful if transfer times are quick.

3. After-Hours Service Script

Thank you for calling [COMPANY]. Our office is currently closed.

Our regular business hours are from 9 AM to 5 PM, Monday to Friday, [TIMEZONE].

Please leave a message after the tone with your name, contact details, and the reason for your call, and we will get back to you during our next business day.

For immediate assistance, please visit our website at [COMPANY WEBSITE]. You can address billing queries, schedule appointments, and even make payments online. Thank you for choosing [COMPANY].

If your call center isn’t staffed 24/7, this script is important to nail. If a caller reaches out and can’t connect with a real agent, they’ll likely open a ticket or call again during business hours.

But this script provides the customer with a call to action to manage their account or query in the meantime, which is helpful if it’s a simple request, like finding out their account balance or making a payment. It could prevent a second call in the future if the customer is prompted to take action elsewhere.

A few other notable parts of this script that make it work include:

  • Acknowledging office hours: The script mentions the actual days and times so callers know when to reach out in the future.
  • Asking for specific information: Requesting only essential details (name, contact info, reason for call) increases customer compliance and reduces the time taken to leave a message.
  • Offering alternate options: Letting customers know they can access online services for more immediate assistance is considerate and shows the company’s commitment to customer satisfaction.

You can also customize this script to include any emergency or after-hours contact information if applicable. This shows that your company values customer service and is prepared to handle any urgent situations.

4. Call-Back Option Script

Thank you for calling [COMPANY]. We understand that your time is important. Instead of waiting on hold, we offer a call-back option.

Simply press 1 to receive a call back from the next available representative. Or continue to hold and we will assist you as soon as possible.

The call-back option is a game-changer for customer service. It eliminates the frustration of waiting on hold and gives the caller control over their time. Here’s why this script works:

  • Acknowledging busy schedules: This script empathizes with customers who may be calling during a hectic day, showing that the company values their time.
  • Simple and clear instructions: Giving clear instructions and a simple menu option (press 1) makes it easy for the caller to choose the call-back option.
  • Providing an alternative: Even if the caller chooses not to use the call-back option, they know that the company offers this alternative, which is a nice touch and says a lot about your commitment to customer service.

Avoid common mistakes like not offering the option during peak call times or failing to follow through on promised callbacks.

5. Waiting for Queue Script

Thank you for calling [COMPANY]. We see that there is currently a high volume of calls, and we appreciate your patience.

On average wait time is approximately [TIME] minutes. If you would like to continue to hold, a representative will be with you as soon as possible.

This script is crucial for managing caller expectations and reducing frustration while waiting in a queue. It works because it does the following.

  • Acknowledging long wait times: By acknowledging that there is a high volume of calls and thanking customers for their patience, this script shows respect for their time and understanding of the situation.
  • Providing an estimated wait time: Giving a rough estimate of how long the caller may have to wait helps them decide on whether to continue holding or try again at a later time.
  • Offering an alternative: Letting customers know that they can choose to hold or call back later gives them control over their experience and reduces feelings of helplessness.

Many call centers make the mistake of not providing any information while customers are on hold, which can make callers feel like their call isn’t connecting at all.

This naturally leads to calls dropping or customers hanging up and dialing again, which can make it take even longer to get to their call. So make sure to utilize scripts like this to keep callers informed and feeling valued while they wait.

6. Call Routing by Department Script

Thank you for calling [COMPANY].

To ensure that you are quickly connected to the right department, please listen carefully to the following options.

Press 1 for Sales, press 2 for Billing, press 3 for Technical Support, and press 4 for General Inquiries.

This is pretty straightforward—you want to give callers easy access to the department they need. There’s no need to clutter up the script with extra information that will just have them tapping their fingers as they wait for the options menu.

This script works by doing the following:

  • Providing clear options: By listing out specific departments and corresponding numbers, this script eliminates confusion and ensures that customers are routed correctly.
  • Using simple language: Using direct and easy-to-understand language makes it easier for customers to navigate the menu and choose the appropriate option.
  • Including a general inquiries option: Fewer misrouted calls can be achieved by including a general inquiries option, which can catch any calls that may not fit into the other categories.

Call centers often get this wrong and make small mistakes like not providing enough options or using confusing language, such as calling the technical support department “our team of experts.”

Keep it simple and clear to make the call routing process smooth for both customers and agents.

7. Customer Feedback and Survey Script

Thank you for choosing [COMPANY]. We value your feedback and would appreciate it if you could take a quick survey to help improve the customer experience.

If you would like to participate in our survey after your call, please press 1 now. If not, simply stay on the line and a representative will assist you shortly.

Gathering customer feedback is essential for understanding a customer’s needs and improving the overall service provided by a company.

Creating a script as well as an interactive voice response or touchpad option for opting in or out of a survey saves the agent and customer time when in the actual call.

Here’s why this script is effective:

  • Giving the customer a choice: Allowing the customer to choose upfront whether or not to participate in a survey shows respect for their time and preferences.
  • Offering an alternative: If the customer chooses not to participate, they can continue with their call without any interruption.
  • Explain how long the survey will take: By mentioning that it will be a quick survey, customers are more likely to agree to participate. Keep surveys under five minutes so your callers don’t get frustrated and hang up halfway through the survey.
  • Focus on company improvement: By emphasizing the value of feedback in improving the customer experience, this script encourages customers to participate in the survey.

Some organizations incentivize customers to participate in surveys and may add a statement at the end of the script offering a discount or special offer for completing the survey.

While this can increase participation, it’s important to keep this script short and sweet so it doesn’t waste uninterested customers’ time.

8. Payment Processing and Billing Information Script

Welcome to the [Company] billing department. We would like to remind you that payments are due on the first of every month.

Here are your options for making a payment: To pay with a credit or debit card, press 1. To enroll in automatic payments, press 2. For billing inquiries, press 3. To speak with a representative, press 0.

To listen to this menu again, press 9.

Few IVR scripts are as important as the one for payment and billing information. For one, this is a major reason why customers are calling in the first place. And secondly—you want to get paid, so it’s in your best interest to make the process as easy as possible.

This script covers all the necessary options and includes a few extra features that make it effective:

  • Reminder of payment due date: Reminding customers when their payment is due helps avoid late payments and potential service interruptions. You may need to tweak this if your business offers multiple due date options.
  • Multiple payment options: Providing various ways to make a payment gives customers flexibility and can increase the likelihood of on-time payments. This is especially helpful if a customer doesn’t want to keep a card on file.
  • Enrollment in automatic payments: This option is convenient for both customers and the company, as it ensures timely payments and reduces the need for future billing-related calls. Your VoIP phone service can automate this process for you and save payment details for the future without the need for an agent.
  • Inquiry option: Including an option for billing inquiries saves customers time and helps resolve any issues they may have before making a payment.

Some companies may also offer a payment extension option for customers who need more time to make their payments. This can be added as an extra option, such as “To request a payment extension, press 4.”

9. Technical Support Assistance Script

Welcome to [COMPANY] technical support. Thank you for calling us today.

To ensure that you are connected to the right specialist, please listen carefully to the following options:

If your issue is related to software, press 1. If it's a hardware problem, press 2. For network or internet issues, press 3. To speak with a representative, press 0.

To listen to this menu again, press 9.

Technical issues can be frustrating for customers, which means they’re likely in a hurry to speak with a specialist who can help them resolve the issue quickly. Removing fluff is the main aim when drafting a technical support script.

Here’s how this script can make your technical support calls more efficient and effective:

  • Specific options: Instead of a general “technical support” option, this script breaks down the issue into specific categories to ensure the customer is connected with the right specialist. This cuts down on call transfers and reduces frustration for both parties.
  • Clear instructions: By mentioning that customers should listen carefully to the options, it prepares them for a more efficient call by reducing the likelihood of them pressing the wrong key and being connected to the wrong specialist.
  • Represents common issues: These options are not exhaustive, but they cover common reasons customers call technical support. If your company receives a high volume of calls for other specific issues, consider adding that as an option as well.

Call centers can also consider adding an automated section of troubleshooting steps before connecting the customer to a specialist. This can help resolve issues without the need for an agent, reducing call volume and wait times for customers.

But beware, if this doesn’t address the issue and the caller needs to listen to a pre-recorded solution that’s not relevant, it can be frustrating and cause more harm than good. So make sure there’s always an easy way for the customer to connect directly to an agent for support.

10. Appointment Scheduling and Confirmation Script

Welcome to [COMPANY] appointment scheduling. We are here to help you schedule and confirm your appointments.

For new appointments, press 1. For rescheduling or canceling an existing appointment, press 2. To confirm an upcoming appointment, press 3. For all other inquiries, press 0.

To listen to this menu again, press 9.

When callers are ready to schedule an appointment, they don’t want to be greeted with a long, complicated menu. This script simplifies the process while also providing an option for existing appointments and general inquiries.

This script is helpful for the following reasons:

  • Clear instructions: By stating “We are here to help you schedule and confirm your appointments,” callers know they’ve reached the right department and can get assistance for their specific needs.
  • Options for both new and existing appointments: This script covers all aspects of appointment scheduling, from creating a new one to rescheduling or canceling an existing one. This ensures that the customer’s needs are addressed without any confusion.
  • Additional inquiries option: By including an option for general inquiries, customers can easily get answers to any questions they may have about their appointments.

The biggest mistake that call centers make with this script is to use a very generic booking script that doesn’t allow callers to make changes to an existing appointment. This can cause frustration and longer call times, so make sure to add all relevant options a caller may want to hear.

11. Emergency Contact and Escalation Script

You have reached the emergency contact line for [COMPANY]. If this is an urgent matter, press 1. For non-urgent matters, press 2. To speak with a representative, press 3.

If you are experiencing a life-threatening emergency, please hang up and dial 911 immediately. To listen to this menu again, press 9.

Emergency scripts may not apply to every business, but they’re crucial for those that do require them. Here’s why this script is effective:

  • Differentiation between urgent and non-urgent matters: This helps prioritize calls and ensures that urgent matters are addressed promptly.
  • Referral to proper emergency services: In case of a life-threatening emergency, it’s important to provide clear instructions for callers to hang up and dial 911 immediately. This can potentially save lives in critical situations.

If there’s another way a caller can contact you and receive a quicker response, such as chat support or email, you can provide this option as well so they can get support through another, potentially quicker, channel.

12. Product Information and Sales Inquiry Script

Thank you for calling [COMPANY] product information and sales inquiry line. To learn more about our products, press 1. For pricing and availability inquiries, press 2. For questions regarding order status or delivery, press 3. To speak with a representative, press 0.

To listen to this menu again, press 9.

This script is essential for companies that sell products and want to provide their customers with quick and accurate information. It follows ecommerce best practices and works for the following reasons:

  • Direct access to product information: By including an option specifically for learning more about products, callers can get the information they need without being transferred or waiting on hold.
  • Easy access to order status inquiries: Customers are always eager to know the status of their orders, and this script provides a direct option for them to get that information.
  • Option for speaking with a representative: In case the caller has any additional questions or wants to purchase over the phone, this script offers an option to connect directly with a representative.

Make sure that you’re clear about pricing, terms, and product information to avoid any confusion or complaints from customers. Additionally, make sure to keep your product information scripts up to date and in alignment with other pricing and offerings you have on your website.

13. Language Selection and Accessibility Options Script

Welcome to [COMPANY]. Para Español, oprima el uno. For English, press 2. If you require accessibility options, please press 3. To speak with a representative, please press 0.

To listen to this menu again, press 9.

If your call center caters to a multilingual or diverse customer base, it’s important to accommodate their language preferences and any accessibility needs they may have. This script covers all the bases with:

  • Multiple language options: By providing an option for Spanish-speaking customers, you’re showing that you value diversity and are mindful of language preferences.
  • Accessibility options: It’s important to ensure that your call center is accessible for all customers. By adding this option, you’re showing that you care about providing equal access to your services.

Many companies don’t take the time to analyze the demographics of their customer base, and if your customers can’t receive proper support in their preferred language or with any accessibility needs, it can lead to a loss of business.

Offer language and accessibility options that reflect the needs of your community so they feel valued and supported by your team.

14. Personalized Caller Recognition Script

Welcome back to [COMPANY], [Caller's Name]! It's great to have you with us again.

For information about your recent order, press 1. To speak to our customer service team, press 2. If you have a new inquiry, press 3.

For all other questions, press 4. To repeat these options, press 9. Thank you for your continued trust in [COMPANY].

Personalization is key to creating a positive customer experience and building a strong relationship with your customers. This script showcases that personal touch in the following ways:

  • Use of caller’s name: By using the caller’s name, you’re acknowledging their previous interactions with your company and making them feel more valued.
  • Options for different needs: This script provides options based on the caller’s potential reasons for calling, making it easier for them to navigate and find the information they need.
  • Gratitude towards the customer: By thanking the customer for their continued trust in your company, you’re showing that you appreciate their business and are dedicated to meeting their needs.

Personalized recognition can go a long way in creating customer loyalty and satisfaction, so make the most out of these interactions. Your agency will also benefit from this customization, as caller detection can also aid in CRM integration and data gathering.

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